Director of M&A and Field Services

BrightSpring Health Services

The Director of M&A and Field Services is responsible for leading multiple IT implementation teams responsible for integrating acquired companies bringing them to BrightSpring IT standards and providing services for field site implementations, break/fix, and site moves, opens, and closes within all lines of business.

In charge of implementation and support of end user technology including mobility, point of care clinician tablets, phones, wireless access points, etc. related to Migration activities.
• Manages the full lifecycle of asset management, asset inventory, AMDB, CMDB, equipment issuance, device destruction,
• Create migration paths to standard remote management toolsets.
• Coordinates the activities associated with installation, software upgrading, and network facilities
• Manages internal knowledge base, internal and external documentation development, policies, processes, and deployment guides
• Supervises the activities of staff in compliance with company policies and procedures
• Responsible for the support, development, and implementation of VOIP systems. Supports migrations of mergers and acquisitions to Enterprise Telephony platform.
• Provides first class customer service to our customer base.
• Provides accurate and efficient technical support and training service to customers. Provides troubleshooting expertise by interfacing with multiple technical staff members and vendors to resolve complex issues.
• Maintains relevant documentation
• Provide technical assistance and troubleshooting for various IT systems and equipment.
• Develop and enforce field service policies and procedures to ensure compliance with safety and quality standards.
• Train and mentor new staff members, ensuring they are well equipped to handle field operations.
• Handle customer complaints and ensure timely resolution of issues. Maintain strong relationships with clients, contractors, and other stakeholders.
• Maintain and manage inventory of service parts and tools.
• Monitor team performance, provide coaching, and prepare reports on service orders (ServiceNow) and customer satisfaction.
• MACDs (Moves/Adds/Changes/Disconnects)
• Work closely with support teams to understand customer requirements and provide necessary support. Lead a team of service professionals responsible for developing, implementing, and tracking large-scale, enterprise-wide initiatives (projects and process improvement) that carry significant fiscal impact to the company.
• Provide recruitment, hiring, training, leadership, guidance, and performance management of Field Services teams. Oversee a culture of accountability within the team ensuring that staff are meeting and exceeding expectations in regard to performance, metrics/benchmarks, and standards and processes in order to provide effective customer service.
• Work with managers to develop task workflow/ticket escalation and prioritization processes to ensure free flowing escalation and information within the organization
• Manage Hardware, Software, and Labor for Project Implementations, Technology Deployments
• Serve as IT leader responsible for performing diligence, planning, and execution of merger, acquisition, and divestiture activities related to field services.
• Manage external vendor relationships including, budgeting, invoicing, issue resolution, new process outsourcing, resource management and relationship building and ensuring vendor relationships meet the needs of the business through service delivery and performance guarantees.
• Develop and maintain a system recovery plan in the event of power failure, damage to system, etc. Facilitate correction of any system failures and ensure availability.
• Provide input into the development of the IT department budget and manage the operational budget, including making major purchasing decisions.
• Review for approval, labor, hardware and software acquisition and maintenance contracts, soliciting involvement and participation of other management team members as appropriate

• Bachelor's degree in Computer Science, Information Systems, related field of study or equivalent professional experience
• 5+ years IT experience
• 3 years Leadership experience
• Healthcare industry experience preferred
• Acute sense for customer service is paramount to the success of this role; must be an outstanding customer service-oriented leader.
• Strong leadership and managerial skills.
• Strong change management skills
• Strong time management and planning skills required to coordinate and prioritize multiple projects simultaneously while adapting to changes in a fast-paced environment.
• Proven analytical and problem-solving abilities.
• Highly self-motivated and directed.
• Travel 20%